MELISSA CARBY
Chingford,Waltham Forest
Summary
An exceptionally motivated individual with 11 years of professional experience working in front of house as a Receptionist and Administrator. Confident and excellent interpersonal skills, demonstrated by communicating with clients of all ages and with colleagues. Experience working in extremely busy and demanding atmospheres, therefore offering strong multitasking skills and a proficient attention to detail. Professional and committed to taking full responsibility to any task given independently or within a team.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
Work history
Receptionist
Priory Hospital
London, England
05.2024 - Current
- Handled appointment scheduling to ensure smooth daily operations.
- Maintained accurate logs of visitor entries for security purposes.
- Assisted in resolving customer complaints by providing effective solutions and ensuring satisfaction.
- Processed payments and handled cash transactions accurately whilst maintaining security protocols.
- Trained new staff members on reception procedures and customer service standards effectively.
- Maintained cleanliness and organisation of reception area to create a welcoming atmosphere.
- Developed relationships with clients by providing exceptional customer service and support.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Upheld confidentiality with sensitive information handling procedures.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Maintained accurate and up-to-date records for smooth handovers.
- Issued visitor and contractor passes and recorded visits on security system.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
Receptionist/ Client Services Administrator
Highgate Private Hospital
London
05.2014 - 04.2024
- First point of contact for all clients, vendors and visitors
- BLS trained and World Host Trained in customer service
- Maintaining financial records including invoicing, formulating spreadsheets for charges, handling cash, cheques and card transactions
- Organising room availability and liaising/scheduling clinic lists for GP's, Consultants, Physiotherapists and Nurses
- Reporting all IT requests or queries within and for other departments
- Accurately handling, filing, scanning and emailing patient medical records
- Typing up appointment letters and medical notes
- Working closely with consultant secretaries to record all patient data safely and securely
- Briefing consultants on system updates.
- Trained new personnel regarding company operations, policies and services.
- Acted as first point of contact within service team to manage client queries relating to private healthcare
- Leveraged expert understanding of current products and services to tailor service, helping clients achieve desired outcomes.
- Delivered first class customer service in fast-paced telephony role since 2014.
- Diligently managed company inbox with Outlook, responding to all correspondence.
- Met and greeted clients , quickly building rapport and directing them as appropriate.
- Sorted, received and distributed postal correspondence between departments and personnel, including parcel packaging, preparation and efficient shipping.
- Scanned, photocopied and filed documentation, utilising meticulous attention to detail to reduce errors.
- Supported fire evacuations with clear communication and rigorous attendance checks.
- Managed office inventory to ensure timely ordering and replenishment of low-level stock.
- Created professional meeting agendas, took minutes and followed up on action items.
- Managed confidential client data in full compliance with GDPR data protection legislation.
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
- Prepared packages for shipment, pick-up or courier delivery to customers.
- Screened and verified visitor IDs and purpose of visit to maintain security of personnel and office environment.
- Represented company and promoted brand with exceptional service and presentation.
- Made travel arrangements for management and executive staff.
- Answered enquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
- Kept reception area clean and neat to give visitors a positive impression of the company.
- Answered, screened and forwarded phone calls using busy switchboard.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
Education
BA Honours - Performing Arts
London Metropolitan University
London 09.2009 - 06.2013
National Diploma - Performing Arts
Barnet College
North London 09.2006 - 09.2008
Foundation Degree - Performing Arts, Drama
Barnet College
North London 09.2005 - 09.2006
GCSEs - English, Maths, Science
Queen Elizabeth Girls School
North London 09.2000 - 09.2005
Skills
- Customer-service orientated
- Organisation and efficiency
- Attention to detail
- Switchboard operating
- Interpersonal communications
- Flexible
Timeline
Receptionist
Priory Hospital
05.2024 - Current
Receptionist/ Client Services Administrator
Highgate Private Hospital
05.2014 - 04.2024
BA Honours - Performing Arts
London Metropolitan University
09.2009 - 06.2013
National Diploma - Performing Arts
Barnet College
09.2006 - 09.2008
Foundation Degree - Performing Arts, Drama
Barnet College
09.2005 - 09.2006
GCSEs - English, Maths, Science
Queen Elizabeth Girls School
09.2000 - 09.2005